With platforms like twitter, facebook and yelp in the hands of your customer, they have every opportunity to share their experiences, both good and bad, with your customer service department and THE WHOLE WORLD. When customers are happy with an experience, it can be really great press and advocacy for your business. But when customers are angry, a couple of bad tweets or a facebook post could potentially sway a future customer from opening an account with you. How do you work with angry customers who’ve had a negative experience while advocating for happy customers to shout from the rooftops about their good experiences?
• Knowing what your customers are saying and where they are saying it
• Identifying what social channels have the most impact on your brand and make the most sense for you to monitor
• Going from aggregating customer feedback to engaging in conversations with them
• Meeting your customers everywhere they are 24/7